Who are we ?

Eliminate Fraud.

Establish Trust.

Trust isn't a given, it needs to be built.

And in a world where fraud is evolving faster than ever, trust must be safeguarded at every step.

At IDfy, we make trust scalable.

As an Integrated Identity Platform, we help businesses verify identities, detect fraud, and stay compliant ensuring every interaction starts with confidence.

Our clients include HDFC Bank, Zomato, Amazon, PhonePe, Paytm, HUL and many others.

With more than 13+ years of experience and 2 million verifications per day, we are pioneers in this industry.

We do this through three interconnected platforms :

- Onboarding Platform.

Our IDfy360 and Video Solutions make KYC and identity verification seamless, turning compliance into a friction less experience.

- Fraud & Risk Management Platform.

We stay ahead with CrimeCheck, RiskAI, and our Transaction Intelligence Platform identifying synthetic identities, financial risks, and bad actors before they cause damage.

- Privacy & Data Governance Platform.

With PRIVY, businesses can navigate evolving data protection laws with ease, ensuring security and transparency at every step.

From opening a bank account to landing a job, from securing a loan to making a payment

IDfy is there, ensuring that trust is built, fraud is eliminated, and businesses can operate with confidence.

At IDfy, our platforms run at scale, in production, for customers who rely on us every single day.

As a Software Support Lead - L2, you'll be the final line of defense between platform instability and customer impact.

If you enjoy owning production systems, troubleshooting at depth, and setting the standard for support excellence this role is for you.

We Are the Perfect Match If You. :

- Have 10+ years of experience owning Production Support for cloud based SaaS products.

- You gain a deep understanding of the platform from both the technology and business perspective.

- Are well versed with ELK stack and troubleshoot production issues by traversing through logs, database, dashboards and messaging queues.

- You have a problem solving mindset and you go deep into the problems.

- You bring strong L2/L3-level technical expertise and can independently troubleshoot, debug, and guide resolution for complex production issue.

- Have strong communication skills and can collaborate with the Product, Engineering, Infrastructure , Infosec and Customer Satisfaction Team.

- Have built and led an L2/L3 support team.

- You are a hands-on people manager who actively coaches, reviews work, and builds technical depth within the team not just task-manages.

- Are comfortable stepping in as a technical escalation point while also enabling and upskilling your team to reduce dependency over time.

Here's What Your Day Will Look Like. :

- Lead by example by getting a deep understanding of the platform, troubleshooting issues and guide and own resolution for complex L2/L3 productions issues which bubble up from our L1 team and CSM team.

- Be the gatekeeper for the Production Environment and ensure the stability of the platform.

- Work closely with our platform team to understand the deployment process and various flavors of deployments.

- Investigate issues by reviewing dashboards, logs, and alerts across cloud-native systems, including Kubernetes-based deployments.

- Own the root cause analysis and long-term fixes not just quick resolutions.

- Coach team members through live problem-solving, code/config analysis, and incident retrospectives.

- Balance team capacity, incident load, and operational priorities to ensure sustainable delivery and minimal burnout.

- Partner with Engineering and SRE teams on stability improvements, automation, and reliability initiatives.

- Ensure documentation, runbooks, and SOPs are kept current and actually usable.